Customer Service Team Leader

Full Job Description

Day-to-Day Responsibilities for the Team:

Participate in all day-to-day customer services activities.

Facilitate effective liaison, support, and assistance between the customer services department and the rest of the organization.

Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to appropriate internal entities.

Utilize CRM and other systems to manage functions related to receiving, analyzing, resolving, and documenting customers issues and complaints.

Assist in developing plans for customer activities, including customer management, to achieve satisfaction targets.

Provide support to all other departments with customer service and related issues.

Recruit, train, set action and targets, appraise, and manage performance, development, coaching, and general support of all team members to ensure targets are met.

Provide monthly reporting as agreed or as otherwise required.

Contribute to plans for team activities, including strategies to achieve agreed targets.

Assist in the preparation and agreement of individual action plans and targets for all team members.

Prepare and conduct presentations and proposals.

Delegate authority and responsibility to the team with supervision, accountability, and review.

Set an example for team members in commitment, customer service activities, work ethics, habits, and personal character.

Maintain accurate records and adhere to all organizational policies and procedures.

Interact and cooperate with all members of the organization, its suppliers, and clients/customers.

Participate in special projects as required.

Secondary Tasks/Duties:

Perform reasonable tasks necessary to maintain, promote, develop, and expand the business interests of the organization.

Carry out duties to the best of your ability, considering the needs of colleagues, the organization, and its clients/customers.

Obey all lawful and reasonable orders and comply with the organizations rules, procedures, and policies.

Essential Abilities/Competencies:

Experience in customer service governance.

Understanding of customer service management obligations, requirements, and dynamics.

Proficiency in computer software.

Leadership skills with the ability to motivate a team.

Project management skills.

Ability to work under pressure.

Maintain knowledge, technical skills, and qualifications necessary for the job role.

Qualifications:

Minimum Bachelors Degree from a reputable College/University.

5 to 6 years of work experience in the BPO Industry.

English language competency, both spoken and written, is compulsory.

Skills

continuous learningTechnical ProficiencyOrganizational SkillsAdaptabilityProblem-solvingTeam ManagementCommunicationProject ManagementLeadershipCustomer Service Governance

Job Detail

Experience: 5 Years - 6 YearsSalary: Rs. 150,000 - 250,000Distance from CEO: 2nd LevelReports To: General Manager OperationsIndustry: Information TechnologyLocation: LahorePayout for long-listed CV: Rs. 1,500Payout for Hire: 25%Posted Date: Mar 15, 2024Apply By Date: Mar 18, 2024

Candidate Evaluation Form

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